Customer Service Store Manager
Resume:
Eric Hernandez
Goshen IN *****
**********@******.***
Summary
Experienced bilingual operations management professional with a solid history of accomplishments. Adept at mentoring and developing team members for professional growth. Strong communication skills with the ability to interact with all levels and types of individuals. Able to identify problems and implement effective solutions. Skilled at building and maintaining business relationships. Skills
Professional Experience
Dick’s Sporting Goods, Inc., Mishawaka, IN 08/21 – present Store Manager
• Hire and build an effective hourly and salaried team by ensuring a diverse mix of backgrounds, skillsets, perspectives, and experiences are adequately represented; recruit and hire the best with key emphasis on experts in key categories; create a feeling of belongingness and strong team morale; establish common objectives and a shared mindset to ensure alignment and cohesion.
• Plan, organize, and control 90 days out using effective tools and processes to achieve key milestones, task, and commitments aligned with organizational goals and needs; teach and guide the team on how to plan for the long and short-term (30 and 60 days out) while anticipating potential roadblocks and adjusting quickly in a the moment.
• Conduct regular data digs using financial and operatic tools to uncover business trends beyond the surface and leverage insights when building our financial and operational strategies for the store; control expense and drive sales to maximize ROI.
• Create opportunities to get involved with the communities; host events, cultivate volunteerism and delivery grants, and create an environment where everyone feels welcomed and safe.
• Demand high standards and hold self and other’s accountable by establishing clear responsibilities and processes for monitoring and measuring results; unafraid to give difficult feedback and willing to take action and address low performance.
• Collaborative Leadership • Team Building
• Staff Development • Human Resources
• Customer Service • Operations
• Problem Solving • Logistics
• Financial Analysis • Inventory Control
Lowe’s Companies, Inc., Goshen, IN 09/02 – 04/21
Store Manager, 03/14 – 04/21
• Directed store operations including financial results, logistics, human resources, payroll, merchandising standards, policy and procedure compliance, maintenance, safety and security.
• Increased annual revenue each year from $33M in 2014 to $45M in 2020 through consistent growth, targeted product lines and expansion of market presence.
• Ensured departments were micro-seasoned, performed daily Gemba walks in each department, monitored inventory levels and oversaw inventory cycle counts.
• Provided ongoing training and development of team members.
• Led daily Customer Focus meetings, addressed operational issues and policy revisions.
• Chaired Safety Committee, provided training, ensured safety procedures and OSHA regulations were followed by team members.
• Investigated and resolved customer issues in timely manner.
• Empowered team members to deliver superior customer service, reacted with agility to internal and external factors and developed strong relationships with customers and vendors. Lowe’s Companies, Inc., continued
Assistant Store Manager, Mishawaka, IN, 2013 – 2014 Assistant Store Manager, Warsaw, IN, 2012 – 2013 and 2010 - 2011 Assistant Store Manager, Goshen, IN, 2011 - 2012
Assistant Store Manager, West El Paso, TX, 2007 - 2010
• Managed several locations with annual revenues ranging from $22MM to $40MM including customer service, strategic planning, logistics, employee training and development.
• Led daily Customer Focus meetings and addressed operational issues.
• Served as key member of Safety Committee, ensured safety procedures and OSHA regulations were followed by team members.
• Investigated and resolved customer issues in timely manner.
• Verified bank deposits, approved vault balancing process, generated financial reports, investigated budget variances and reported to Store Manager.
Store Sales Manager, Northeast El Paso, TX, 2004 - 2007
• Directed, trained floor sales team, ensured procedures and policies were followed. Department Manager, West El Paso, TX, 2002 - 2004
Education and Training
Store Manager Training Program, UNC Kenan-Flagler Business School CPR/ALS, First Aid, OSHA, Hazmat,
General Management, Leadership
Technical Skills
Word, Excel, PowerPoint, MS Teams, POS, Kronos
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